About Croft
At Croft, we’re more than just a technology partner — we’re the people behind seamless, reliable IT experiences for our customers. We pride ourselves on our collaborative culture, our commitment to continuous improvement, and our mission to “wow the customer” in everything we do. Our teams work across cutting-edge technologies to deliver exceptional service, making Croft an exciting place to grow your career.
The Role
We are seeking an experienced and dynamic Service Desk Operations Manager to lead our high-performing IT Service Desk function. This pivotal role will see you driving operational excellence, leading a culture of continuous improvement, and ensuring that our service desk consistently delivers an outstanding user experience.
You will act as operational lead for the service desk engaging within strategic decisions, working closely with cross-functional IT teams, the Service Desk Team Manager, and senior stakeholders to ensure smooth incident resolution, effective service recovery, and proactive service enhancements. You will be accountable for service desk governance, process maturity, and operational reporting, translating performance data into actionable insights. Your leadership will shape the way we support our users — from day-to-day operations to embedding long-term service maturity, scalability, and continuous improvement.
Key Responsibilities
* Lead the service desk team to deliver consistent, efficient, and high-quality IT support
* Drive operational excellence and continuous improvement across processes, tooling, automation, and reporting, embedding governance and consistency aligned to ITIL best practices.
* Manage escalated and complex incidents, ensuring timely resolution and effective communication
* Coordinate closely with technical teams and third-party providers for seamless issue resolution.
* Own operational reporting, dashboards, and trend analysis — translating service performance data into actionable insights and service improvement plans for leadership and stakeholders.
* Coach and develop the team, building capability and a culture of customer-first service
* Build strong stakeholder relationships across the business, acting as the voice and advocate of the service desk to ensure alignment with organisational goals and customer expectations.
About You
We’re looking for someone with proven experience leading IT service desk or end-user support functions in a dynamic, multi-disciplinary environment. You will be:
* A strong people leader with experience coaching and developing teams
* Technically knowledgeable, with practical experience applying ITIL-aligned processes (incident, request, change, knowledge) and optimising ITSM tools for workflow, automation, and reporting.
* Calm under pressure, able to lead major incidents, escalations, and complex workflows with confidence — ensuring clear communication, service recovery, and stakeholder reassurance.
* Naturally curious and motivated to dig into the data, not just accept what’s presented. Able to uncover the real story behind service performance, challenge legacy ways of working, and turn insights into innovative, sometimes challenging, but constructive conversations that drive positive change.
* Analytical and data-driven, with experience translating performance data into improvements.
* Customer-centric, always seeking to enhance the user experience.
Qualifications & Experience
* ITIL Foundation (v3 or v4) required – higher-level certifications desirable
* Experience with PSA or ITSM tools (e.g. Halo, ServiceNow, Jira Service Management, Freshservice)
* Proven track record of managing escalated incidents and driving service improvements
* Technical certifications (Microsoft, CompTIA, Cisco) are an advantage.
* Experience leading governance and process maturity initiatives and driving measurable service improvements through data-driven decision-making.
Why Join Croft?
At Croft, you’ll be part of a collaborative, growth-focused environment where your ideas are valued and your impact is visible. We celebrate success, share knowledge, and work together to help each other win. If you want to be part of a forward-thinking team that embraces change, innovation, and service excellence — we’d love to hear from you.
Apply today and help us “Wow the Customer”!
Croft is an Equal Opportunities employer and we welcome applications from all members of the community. We are committed to building a workplace where everyone feels respected, valued, and empowered to thrive. We believe that diverse perspectives and experiences strengthen our teams, and we actively foster an environment where individuals can bring their whole selves to work.
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